The federal government has made major strides to improve customer experience over the last few years, from technology advancements that improve airport security to making the Improving Customer Experience with Federal Services a Cross-Agency Priority Goal. And with the passage of the 21st Century IDEA Act, now, it’s on agencies to comply and deliver on the promise of improved digital services before the year’s end. While the agencies experienced a slight decline in 2018’s American Customer Satisfaction Index, customer experience in government is at its second-highest point since 2008.
As public sector organizations continue to improve CX practices, private sector companies are also taking steps to transform customer experience. What steps have private sector organizations taken to improve their CX reputations? How are federal agencies revolutionizing their own practices to put the customer first? During the 9th Customer Experience Summit, we’ll sit down with CX leaders to discuss how public and private sector organizations can learn from each other.
On May 22, Government Executive and Nextgov will sit down with leaders to discuss best practices for building a culture of customer service, monitoring real-time analytics, increasing trust and strategies for implementing these methods at public and private sector organizations.
|8:00 AM||Networking & Breakfast|
Building a Culture of CXBuilding positive customer experiences often starts from within. How can you establish a culture of CX at your organization? We’ll sit down with experts to hear how they’ve transformed internal attitudes to create a customer-first approach to their work.
A Session Presented by Our Underwriter Qualtrics
Your Journey Begins with Us: Listening to Our Customers to Enhance Their Travel Experience
Using Data and Analytics to Improve the Customer JourneyLast year, the Harvard Business Review Analytics Services released a study that revealed 58% of organizations have seen customer retention and loyalty increase because of the use of analytics. How can you incorporate real-time analysis and data insights to improve citizen experiences? During this panel discussion, we’ll sit down with public and private sector experts to hear about the intersection of analytics and experience.
VA Case Study Panel
Lessons Learned: Building Trust and Innovating Experiences in the Public and Private SectorsDuring this panel discussion, we’ll talk with CX experts at different organizations to hear about customer experience success stories and stories about strategies to improve experiences. You’ll learn about ways build customer trust, incorporate emerging technology into your services, form partnerships to advance mission goals and more tips to take back to your agencies.